Top Customer Solutions Developer, High Touch Support, Compute, Google Cloud

Google; Southwestern Ontario; On-site; CAD 138,000 - 141,000; Full time

Job summary

Google Cloud is seeking a High Touch Support Solutions Developer to manage customer issues and proactively improve customer experiences. You will join a global 24x7 support team to help customers switch to Google Cloud and achieve ongoing success.

You will troubleshoot technical problems, help optimize product performance, and enable customer success through proactive solutions, documentation, and scripting as needed.

Qualifications

• Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
• 3 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or in software development.
• Experience with distributed systems, distributed systems solutions, or design patterns.
• Experience with web technologies (HTTP, HTML, DNS, or TCP).
• Experience coding in Java, C, C++, Python, or Go.
• Experience creating content for technical audiences (e.g., developer docs, white papers, courses).

Responsibilities

• Troubleshoot customer issues, reproduce root causes, and build tools for diagnosis.
• Act as consultant for internal stakeholders to resolve deployment obstacles and improve Google Cloud.
• Advocate customer needs with Product and Development teams to improve the product.
• Support 24-hour customer support with occasional non-standard hours including weekends.
• Work on production Google Kubernetes Engine/Anthos deployments to resolve issues and scale.

Skills

Troubleshooting

Distributed systems understanding

Technical communication

Customer advocacy

Education

Bachelor's degree in STEM fields

Tools

Google Cloud Platform (GCP)

Kubernetes

Linux/Unix

Job description

As a High Touch Support Solutions Developer at Google Cloud, you will manage customer issues and proactively help improve customer experiences. You will be part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. In this role, you will provide a high-touch, dedicated service to customers, aiming to anticipate their needs, optimize product performance, and enable customer success.

You will focus on proactive solutions and customer-centric supportability to help avoid issues, build customer trust, and enable customers' continuous growth and long-term success on GCP. You will troubleshoot technical problems for customers through debugging, networking, system administration, updating documentation, and coding/scripting.

Responsibilities

• Develop in-depth understanding of Google Cloud's product technology and architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools and diagnosis.
• Act as consultant and subject matter expert for internal stakeholders in development, sales, and customer organizations to resolve technical deployment obstacles and improve Google Cloud.
• Understand customer issues and advocate their needs with internal teams, including Product and Development teams, to find ways to improve the product and drive production.
• Work as part of a team that globally ensures 24-hour customer support, including a need to sometimes work non-standard work hours/shifts and may include weekend work.
• Work with customers on their production Google Kubernetes Engine/Anthos deployments to resolve issues and achieve product readiness, availability, and scale. Triage and manage technical escalations, platform outages, technical issues, and executive concerns.

Minimum Qualifications

• Bachelor's degree in Science, Technology, Engineering, or equivalent practical experience.
• 3 years of experience troubleshooting and advocating for customers' needs, triaging technical issues, or in software development.
• Experience working with distributed systems, distributed systems solutions, or design patterns.
• Experience with web technologies (e.g., HTTP, HTML, DNS, or TCP).
• Experience writing, reading, and debugging code in one of the following: Java, C, C++, Python, or Go.
• Experience creating content for technical audiences (e.g., developer documentation, industry white papers, computer science course material, or IT administration playbooks).

Preferred Qualifications

• Experience working with any public cloud services and infrastructure (e.g., Google Cloud Platform).
• Experience with cloud computing and debugging complex workload issues across large-scale, multi-node environments.
• Experience with system virtualization or on-premise or hybrid cloud computing.
• Experience developing developer tools (e.g., automation, testing, or debugging).
• Experience as a system/network administrator working with Linux/Unix systems, from kernel to shell, file systems, and client-server protocols.
• Experience in crisis response or escalation management across multiple teams with the ability to influence momentum of incident response for critical customer issues.

Compensation

Canada: $138,000 - $141,000 CAD + 15% bonus target + equity + benefits

Bachelor's degree in Science, Technology, Engineering, or equivalent experience. 3+ years of experience troubleshooting customer issues or in software development. Experience with distributed systems, web technologies (HTTP, DNS, TCP), and coding in Java, C, C++, Python, or Go.